PERFORMANCE COORDINATOR

Salary
£29,725 increasing to £31,175 from 1 January 2023.

Total package
£35,850 from 1 January 2023 including bonus and pension contribution.

Contract
Permanent

Location
Cheshire Oaks, UK

Shift pattern
37.5 hours per week on a rota basis between 08:00 – 19:00, Monday – Friday.

You’ll want to know about the department that our role is in…

Flights Support are our service smashers, delivering standout service to our partners by phone, email and live chat. They’ve got a knack for tech too, using our bespoke booking systems, GDS’s and internal processes to create, service and ticket bookings efficiently.

The role:

Our Performance Coordinator will be highly motivated and experienced in ensuring high performance across all key business areas to help us enhance our quality of service. You’ll be part of a wider team supporting the business by immersing yourself in the end-to-end operations process and management information, working to support requests from Senior Managers whilst also working autonomously to find opportunities across the business. By developing and maintaining reports, dashboards and intelligence, this role plays a key part in ensuring we understand, manage and improve performance.

Tasks & responsibilities include:

  • Build an understanding of the measures, metrics and key performance indicators we need to monitor our service provision, service availability and performance
  • Identify opportunities for improvement in performance against SLAs and / or productivity
  • Monitor, maintain and trouble-shoot current management information dashboards and reports ensuring data quality and integrity
  • Contribute to design and implementation of reports and dashboards, including data collections and analysis using Excel, SharePoint or PowerBI
  • Work closely with the Training Department and support with training the team
  • Work closely with the Team leaders to bring on staffing performance
  • Coaching staff members to maximise productivity whilst maintaining the high level of accuracy
  • Reviewing and delivering performance plans
  • Work closely with Management to create/drive the monthly focus.
  • Adhoc tasks/ projects from Manager
  • Bi-weekly 1-2-1 with all staff
  • Quality control of emails and calls ensuring service standards are achieved

The successful candidate will:

  • Be personable and creative with excellent communication skills and a strong customer service ethic – this is essential to making the role a success!
  • Be a committed, enthusiastic, and supportive team member
  • Deliver an efficient and professional service to internal and external customers
  • Maintain high levels of accuracy with the ability to prioritise and manage time well
  • Work in a positive, proactive and determined manner

Don’t worry – we’d love it if you’re experienced in travel, but it isn’t essential to succeed in this role

Apply now

About the Travel Innovation Group

As renowned travel industry heavyweights (if we do say so ourselves), the Travel Innovation Group offer a wealth of unique services via our three companies; Lime, Aviate and Calrom.

So what exactly do we do? It all began with our boutique service and market-leading tech, connecting the travel trade with the world’s leading airlines and most recognisable travel brands. Thanks to this foundation, our growth continues to skyrocket with new, exciting products launching regularly, from cruise packages to luxury hotel booking services. What can we say – we’ve always been innovators at heart!

Our offices, people and partners now span the globe, but the hub of the action remains at our thriving Cheshire Oaks (UK) HQ and we’re looking for exceptional talent to work with us, succeed with us and grow with us.